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1、服務(wù)禮儀與與顧客投訴處理與顧客投訴處理的講師手冊目錄一、課程簡介........................................................................................................................................................2二、課程目標............................................................
2、............................................................................................21、情感目標：..............................................................................................................................................22、認知目標：.
3、.............................................................................................................................................23、技能目標：......................................................................................................
4、........................................2三、課程重、難點及解決辦法............................................................................................................................31、重點及授課方法...............................................................
5、.......................................................................32、難點及授課方法......................................................................................................................................3四、課程流程表............................
6、........................................................................................................................3五、培訓(xùn)操作手冊..........................................................................................................................
7、......................4開場白............................................................................................................................................................4（一）易迅員工職業(yè)道德.........................................................
8、...................................................................6（二）易迅員工服務(wù)禮儀............................................................................................................................72.1易迅空間服務(wù)理念............................
